Thursday, September 1, 2011

Hey Orcon - Is this similar to a nightmare?


For a few days I have seen tweets coming through from @timkelleher in regards to him not having Internet or phone from Orcon. Now, knowing my reliance on the internet, I can imagine how frustrating it is to be without.

So, I don't know the full back story on this, but I imagine it is 'sign up - no internet or phone - get frustrated - take things into my own hands'.

Tim has created a website fifteen which is counting up how many days, hours, mins and seconds he has been waiting for Orcon to connect his phone and internet. It also has a tally of how long he has spent on the phone with technical support (which I image is all cell phone based since he has no landline...)
Then, like all smart Twitter users, he is utilising this medium to try to force a response, he has placed a tweet link on the bottom right corner.

And the tweets just keep coming. 

The above shows 8 tweets in 7 minutes. This must be SO frustrating for the people who run the @Orcon twitter account. Obviously they do not have the power to fix this directly, but do the have the power to elicit a response for poor Tim? You have to admit, he must be pretty pissed off to go out of his way to build this site.

I have had excellent action from the likes of @vodafoneNZ in my own experience, fixing issues and answering questions within minutes.

I think I have said it before, but Twitter continues to put power in the consumers hands. Back in my days of retail, I was often told, "a happy customer will tell, on average, 2 people about their experience, an unhappy customer, 11 people". That little line was enough for me to ensure all customers walked out of the store happy. Twitter has magnified the opportunity to express satisfaction, or lack thereof. 

Tim has 663 followers. 
Ben Gracewood tweeted, he has 4,300+ followers.
Ken Freer 1,500 followers

Ben and Ken are just 2 of what looks like over 100 people who have tweeted about this. The reason I picked out those other 2 is because they're quite vocal in the telco space and is often the reason people follow them.

This whole thing is quickly turning into something of a PR disaster. I don't have the answer on how to fix it, but personally, if I was running the Orcon account, I would put out a tweet acknowledging all of the support for Tim and reassure that they are doing everything possible to rectify this issue. From their current twitter stream, it looks like they are just ignoring it. I don't believe this to be a smart move. 

Twitter has given people a voice. They want to be heard. Ignoring them, will just make them louder.

Good luck Tim, hope you get your Internets quickly.

1 comment:

Anonymous said...

That's nothing.
Order - connection, 21 days and counting.
Calling time? Around 5 hours spent on the phone to Orcon. Mostly on hold. What did we get? A $40 credit. That we can use in a few months.